Why am I being asked to provide documents?
As a financial institution, Abra is required to obtain information from our users. We do have a verification process similar to other companies, wallets, and/or exchanges. If the additional documentation is not submitted and approved, you will be unable to fund your Abra wallet with a bank account or credit card.
What documents do I need to provide?
An email will be sent asking for proof of identity, and in some cases, this email can land in your spam folder. Please check your spam folder for this email.
Please note, we may request a variety of documents, so it is important to follow the specific instructions on the email you received. We want to know that you are indeed who you say you are. We may also request a selfie for verification.
If you are still unable to find that email please reach out at email@example.com.
I was asked to provide additional information. Why?
There are times we may request additional documentation, please upload these documents as soon as you can in order to complete this process as quickly as possible. We have security protocols that mitigate risk and as such as sometimes additional documents are needed.
Please note, that failure to complete the verification process will limit the ways you can fund your Abra wallet.
Do I need to submit documents every time I do a deposit?
No, you only need to submit documents for ACH and AMEX deposits, once (and only if we've requested you to do so). Once you’re approved, you will be able to deposit (or withdraw with a linked bank account) repeatedly without having to submit more paperwork.
Why can’t I deposit funds into my wallet?
Once you’ve created a new wallet, your wallet will go through a review process and sometimes we will need you to provide additional documents before you will be able to fully transact.
I submitted documents and haven’t heard back.
We try to review and give feedback on documents as quickly as possible, but please allow 2-4 business days (excluding weekends and holidays) to hear back from us.
If you submit additional documentation after your original upload, please email firstname.lastname@example.org to let us know so we can quickly review them.
How will I know if my documents were uploaded correctly?
Unfortunately, the third party tool that we use does not provide a clear confirmation of the upload.
When you upload your documents, be sure click “upload” or your documents will not be saved and we cannot review them.
What picture formats do you accept?
We can accept all traditional photo formats such as .png, .jpeg, and .pdf.